SAP Knowledge Base Article - Public

2460572 - Service: Create Multiple Tickets From One Un-associate E-mail

Symptom

User ABC (ABC represents the User ID) opens Un-associate E-mail 123 (123 represents the Un-associate E-mail ID) and, in a parallel section, user XYZ also open Un-associate E-mail 123 and both of them press Actions->Convert to new ticket and you've noticed that the system create 2 Tickets, even though once a Ticket is converted from an  Un-associate E-mail the  Un-associate E-mail is not available anymore in the system.

Reproducing the Issue

  1. Login in parallel with user ABC and XYZ and perform the remaining steps below with both users at the same time;
  2. Go to Service Work Center ->  Un-associate E-mails View;
  3. Open  Un-associate E-mail 123;
  4. Press Actions -> Convert to new Ticket;
  5. Two Tickets are created.

Cause

Currently this is the expected system behavior.

Resolution

We plan to not allow users creating Tickets from the same Un-associate E-mail in parallel sections for a future release (but currently we are unable to share a defined timeline).

One way to address the issue could be to have the system create tickets on a Default Account rather than Unassociated Emails.
This is recommended whenever the volume of unassociated emails is too high and requires multiple people to handle it, as Tickets provide much better work distribution.

Please, refer to the blog below for further information of this feature, in the section Unassociated Emails vs. Default Account:

<https://blogs.sap.com/2016/10/03/email-response-management-in-c4c-part-2-cloud-for-service-expert-corner/>

Keywords

KBA , SRD-CC-FED , Feeds , How To

Product

SAP Cloud for Customer all versions ; SAP HYBRIS C4C CORE all versions